Office Manager II

Department: Clinics - Infectious Diseases
Reports To: Regional Director
FLSA Status: Exempt | Salaried
Employment Type: Full-Time | On-Site | Multi-Site

ABOUT MIDWAY SPECIALTY CARE

Midway Specialty Care is a healthcare organization committed to providing high-quality, compassionate, and accessible care to the communities we serve. Through our growing network of locations and dedicated healthcare professionals, we work to create an environment where patients receive exceptional care and employees are empowered to make a meaningful difference.

Our continued growth depends on talented people who share our commitment to service, collaboration, accountability, and excellence. At Midway, every role contributes to our ability to strengthen our organization, support our teams, and deliver an exceptional experience for the patients and communities who depend on us.

WHY THIS ROLE MATTERS

We are seeking an experienced, hands-on healthcare leader who is passionate about developing teams, improving operations, and creating an environment where employees and providers can deliver an exceptional patient experience.

As an Office Manager II, you will play an important leadership role in overseeing daily operations across multiple clinic locations, bringing consistency, accountability, and effective coordination to a dynamic healthcare environment. This opportunity is well suited for someone who enjoys leading people, solving problems, improving processes, and making a meaningful impact beyond a single office.

Working in partnership with, and under the direction of the Regional Director, and in collaboration with providers and cross-departmentally you will help strengthen operational performance, support employee development, enhance the patient experience, and ensure established priorities and initiatives are executed effectively. Your ability to anticipate challenges, exercise sound judgment within established authority, and maintain clear communication will be essential to your success.

We are looking for a leader who can balance the bigger picture with the details that keep a clinic running smoothly, someone who leads with accountability, follows through on commitments, and is equally willing to step in and support front- or back-office operations when needed to maintain continuity of patient services.

If you thrive in a collaborative, fast-paced healthcare environment and take pride in developing people, strengthening operations, and delivering results, we encourage you to explore this opportunity with us.

What You'll Do

Multi-Site Operations & Clinic Management

• Oversee and coordinate daily operations across assigned Midway Specialty Care locations, including Tampa, Temple Terrace, and St. Petersburg.
• Maintain a consistent leadership presence across assigned offices, ensuring operational needs, staffing requirements, and patient service expectations are appropriately addressed.
• Monitor daily administrative and clinical support workflows, patient flow, scheduling, and office readiness to promote efficient operations.
• Coordinate staffing coverage and resource allocation across locations, including planned absences, unexpected call-outs, vacancies, and changing patient volumes.
• Identify and address operational barriers, workflow inefficiencies, and service disruptions, escalating matters requiring additional support or authorization.
• Promote consistent implementation of approved organizational policies, procedures, workflows, and service standards.
• Oversee office readiness, including facilities, equipment, medical and administrative supplies, cleanliness, maintenance, and vendor coordination.
• Coordinate equipment maintenance, repairs, replacements, supply replenishment, and medical-waste services in accordance with established procedures.
• Support office openings, expansions, transitions, and other regional operational initiatives as assigned.

People Leadership, Staff Development & Accountability

• Provide direct supervision and day-to-day leadership to assigned administrative and clinical support staff.
• Establish clear responsibilities, performance expectations, priorities, and deadlines while ensuring appropriate delegation and follow-through.
• Monitor employee attendance, punctuality, productivity, professionalism, workflow performance, and adherence to organizational standards.
• Provide timely coaching, constructive feedback, and ongoing performance guidance to support employee effectiveness and accountability.
• Identify, document, and appropriately escalate employee performance or conduct concerns to the Regional Director and the People Operations (HR) team in accordance with Midway’s policies and procedures.
• Participate in recruitment, interviewing, selection, onboarding, and orientation activities in coordination with appropriate leadership and People Operations team.
• Coordinate staff scheduling, cross-training, and coverage plans to maintain adequate operational support.
• Identify training needs and coordinate ongoing development for administrative and clinical support employees.
• Maintain oversight of required training, certifications, competency assessments, and applicable renewal requirements.
• Support the training, observation, assessment, and documentation of approved Medical Assistant and clinical support competencies, including phlebotomy, specimen handling, and related laboratory workflows, within the manager's qualifications and organizational standards.
• Ensure staff are appropriately trained and competent before independently performing assigned responsibilities, and promptly escalate identified competency concerns.
• Promote teamwork, respectful communication, professional conduct, and appropriate confidentiality.

Operational Accountability, Execution & Continuous Improvement

• Demonstrate ownership and accountability for assigned operational responsibilities, projects, and initiatives from assignment through completion.
• Establish priorities, action plans, timelines, and follow-up processes to ensure timely execution of assigned work.
• Monitor progress, track outstanding deliverables, and proactively address barriers that may affect completion or operational performance.
• Exercise independent judgment within established authority while recognizing when leadership consultation or escalation is necessary.
• Provide timely progress updates, communicate delays, and confirm completion of assigned responsibilities without requiring repeated follow-up.
• Identify opportunities to strengthen workflows, improve operational efficiency, and promote consistent practices across assigned locations.
• Support the Regional Director with operational planning, implementation of organizational initiatives, and special projects as assigned.

Patient Access, Experience & Care Coordination

• Support efficient patient scheduling, appointment availability, registration, and access to services across assigned offices.
• Monitor patient outreach and retention activities, including follow-up for patients overdue for care or who have disengaged from services.
• Coordinate re-engagement efforts, appointment scheduling, and documentation to support continuity of care.
• Identify barriers affecting patient access or retention and coordinate appropriate assistance or escalation.
• Support patient-assistance programs, approved financial or access resources, and connections to community services, including Ryan White HIV/AIDS Program resources when applicable.
• Respond professionally and promptly to patient questions, concerns, and complaints, coordinating appropriate service recovery and documenting actions taken.
• Escalate significant clinical, patient-safety, privacy, compliance, or unresolved service concerns through established channels.
• Monitor referral, prior authorization, insurance verification, and related administrative processes to support timely patient services.
• Coordinate with providers, case management, pharmacy, billing, insurance, and other departments to address unresolved patient-service or workflow matters.
• Maintain working knowledge of medical billing, coding, insurance, and reimbursement-related administrative workflows; identify and communicate potential documentation or process concerns.
• Support relationships with external healthcare and community partners as assigned.

Clinical & Administrative Operational Support

• Support continuity of front- and back-office operations by providing direct assistance when necessary to address staffing shortages, unexpected absences, increased patient volume, training needs, or other operational demands.
• Step into appropriate administrative and patient-facing functions, including scheduling, patient intake, rooming, and other approved office workflows, as operationally necessary.
• Maintain the knowledge, training, and demonstrated competencies necessary to perform assigned Medical Assistant and clinical support responsibilities.
• Provide hands-on clinical support as needed, including phlebotomy, specimen collection, processing, labeling, and handling, consistent with applicable qualifications and organizational protocols.
• Assist with maintaining efficient rooming, laboratory, injection-support, and other approved clinical workflows within the employee's demonstrated competency and authorization.
• Coordinate with providers and clinical staff to address workflow disruptions and maintain continuity of patient services.
• Promptly refer clinical concerns requiring medical assessment, interpretation, treatment decisions, or other licensed-provider judgment to the appropriate healthcare professional.

Systems, Quality & Regulatory Compliance

• Maintain proficiency in Midway's electronic health record, scheduling, patient-intake, and practice-management systems, including eClinicalWorks (eCW) and Phreesia.
• Support staff training and consistent use of approved electronic systems and documentation workflows.
• Identify system or technology concerns and coordinate timely resolution with appropriate departments or vendors.
• Support adherence to organizational policies, patient privacy requirements, workplace safety standards, infection-prevention procedures, incident reporting, and applicable healthcare regulations.
• Ensure staff understand established reporting and escalation procedures for patient safety, privacy, compliance, and workplace concerns.
• Participate in audits, inspections, quality-improvement activities, and corrective-action initiatives as assigned.
• Support approved clinical research studies and organizational quality initiatives through scheduling, workflow coordination, staff preparation, and authorized documentation.
• Complete required study-related training and perform research responsibilities only when appropriately trained and authorized.

Communication, Collaboration & Regional Partnership

• Maintain regular communication with the Regional Director regarding operational performance, staffing, patient concerns, facilities, employee matters, and emerging risks.
• Communicate operational barriers, significant concerns, and anticipated delays promptly, providing appropriate recommendations or proposed solutions.
• Collaborate effectively with providers, clinical and administrative staff, People Operations team, Finance, Information Technology, Compliance, and other organizational departments.
• Coordinate with vendors, healthcare partners, and community organizations as appropriate to assigned responsibilities.
• Prepare and submit requested operational reports, status updates, and other information within established timelines.
• Maintain appropriate confidentiality of patient, employee, management, and organizational information.
• Demonstrate professional, respectful, and effective communication across all assigned locations and working relationships.

Key Competencies

People Management

• Leadership & Accountability: Demonstrates ownership of assigned responsibilities, establishes clear expectations, models professional conduct, and holds self and others accountable for performance, results, and organizational standards.
• Communication & Interpersonal Effectiveness: Communicates clearly, professionally, and respectfully; actively listens, provides timely information and feedback, and navigates sensitive or challenging conversations effectively.
• Performance Management & Employee Development: Establishes performance expectations, provides ongoing coaching and constructive feedback, addresses performance concerns promptly, and supports employee training, competency, and professional development.
• Planning, Organization & Execution: Effectively establishes priorities, organizes resources, manages competing demands, and ensures timely follow-through and completion of assigned responsibilities and objectives.
• Critical Thinking & Problem-Solving: Evaluates situations objectively, identifies underlying issues, considers practical solutions, and takes appropriate action to resolve challenges and improve outcomes.
• Decision-Making & Sound Judgment: Makes timely, informed decisions within established authority, considers organizational policies and potential risks, and recognizes when consultation or escalation is necessary.
• Collaboration & Relationship Management: Builds productive working relationships, promotes teamwork, coordinates effectively across departments, and fosters cooperation toward shared organizational goals.
• Adaptability & Change Leadership: Responds constructively to evolving priorities, supports organizational changes, guides employees through transitions, and promotes flexibility and continuous improvement.

Office Manager Competencies

• Clinic Operations Management: Coordinates administrative and clinical support operations, staffing, patient flow, scheduling, and resources to maintain efficient and consistent medical-office operations.
• Patient Experience & Service Excellence: Promotes a patient-centered service environment through responsiveness, accessibility, effective service recovery, and continuity of services.
• Operational Compliance & Quality Assurance: Maintains adherence to organizational policies, approved workflows, documentation standards, patient privacy, safety requirements, and applicable regulatory expectations.

Office Manager II Competencies

• Multi-Site Operational Leadership: Coordinates operations across multiple locations, aligns staffing and resources, promotes consistent workflows and service standards, and responds effectively to changing regional needs.
• Project Management & Continuous Improvement: Plans and executes operational initiatives, establishes timelines and deliverables, monitors progress, addresses barriers, and identifies opportunities to improve operational performance.

What You'll Bring

Required Qualifications

• Bachelor's degree in Healthcare Administration, Business Administration, Nursing, or a related field, or an equivalent combination of education and relevant professional experience.
• Minimum of three years of progressively responsible healthcare management, medical-office management, supervisory, or comparable healthcare leadership experience.
• Ability to travel regularly among assigned offices in Tampa, Temple Terrace, and St. Petersburg, including reporting to different locations on short notice when reasonably required.
• Demonstrated phlebotomy experience and competency.
• Experience supervising, training, coaching, or supporting clinical and administrative staff.
• Working knowledge of medical-office operations, patient flow, scheduling, and clinical support workflows.
• Working knowledge of medical billing, insurance verification, referrals, and prior authorization processes.
• Strong organizational, communication, leadership, and problem-solving capabilities.
• Ability to independently manage multiple priorities, projects, deadlines, and assigned locations.
• Ability to meet organizational requirements applicable to business travel.

What Would Set You Apart

• Previous multi-site clinic/practice management or supervisory experience.
• Previous clinical experience as a Licensed Practical Nurse (LPN), Registered Nurse (RN), Certified Nursing Assistant (CNA), Medical Assistant (MA), or in a comparable clinical support position.
• Strong working knowledge of eClinicalWorks (eCW) and Phreesia.
• Three or more years of direct clinic/practice management experience.
• Experience developing, coordinating, or maintaining employee training and clinical competency programs.
• Experience supporting patient retention, outreach, and re-engagement initiatives.
• Experience in HIV care, infectious disease, sexual health, or another specialty clinic/practice environment.
• Familiarity with Ryan White HIV/AIDS Program services, patient-assistance programs, and community resources.
• Experience supporting clinical research, quality-improvement initiatives, or operational projects.
• Certified Medical Manager (CMM), Certified Medical Practice Executive (CMPE), or comparable healthcare-management credential.
• Bilingual proficiency in English and Spanish.

WHAT WE OFFER

• Competitive Pay – $75-85k. Commensurate with education, experience and certifications - with a possible pay-for-performance bonus opportunity.
• Comprehensive Benefits Package
• 401(k) – Invest in your future with our retirement plan.
• Paid Time Off
• Professional Growth – Opportunities for training, mentorship, and leadership development

JOIN US!

At Midway Specialty Care, every role contributes to something bigger: helping patients access compassionate, high-quality healthcare and supporting the teams who make that care possible.

We are building an organization where talented people can do meaningful work, grow professionally, and help strengthen the experience of our patients, employees, and communities.

If you are an experienced Medical Biller who takes pride in accuracy, enjoys solving billing challenges, and understands the importance of timely claims resolution, we invite you to join our team.

Ready to make an impact? Apply today and help us continue building stronger teams, better experiences, and exceptional care for the communities we serve.

OUR COMMITMENT TO INCLUSION

Midway Specialty Care is an equal opportunity employer and is committed to fostering a diverse, inclusive, and equitable workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

We provide reasonable accommodations for qualified applicants and employees in accordance with the Americans with Disabilities Act (ADA) and other applicable federal, state, and local requirements.

E-VERIFY PARTICIPATION

Midway Specialty Care participates in E-Verify to confirm employment authorization in the United States for newly hired employees.

This job description is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with this position. While intended to provide an accurate reflection of the current role, Midway Specialty Care reserves the right to review, modify, add, remove, or reassign duties and responsibilities as needed to support organizational, operational, staffing, or business goals. Job descriptions may be reviewed and updated periodically. This job description does not constitute an employment contract.

MIDWAY SPECIALTY CARE IS A DRUG-FREE WORKPLACE.